Responsabilități:

● Delivered high-quality customer support while ensuring near-perfect accuracy and
compliance across processed orders and cases.
● Provided ongoing operational support and guidance to Customer Operations Agents,
resolving complex questions and assisting with difficult cases.
● Conducted training sessions and side-by-side coaching for new employees,
supporting their onboarding and development.
● Handled escalated, urgent, and complex customer cases, ensuring appropriate and
timely resolution.
● Participated in testing new solutions, system updates, and fixes, identifying issues
and verifying functionality.
● Explored and validated new Salesforce (SF) features, reporting identified issues and
inconsistencies to the QA team.
● Reported and followed up on system incidents, and supported backload cleanup after
issues were resolved.
● Managed special tasks and processes for B2B clients, ensuring accuracy and
adherence to specific requirements.
● Collaborated with QA and other teams to communicate system issues, operational
challenges, and improvement opportunities.
● Consistently maintained high performance while managing multiple priorities and
supporting daily operational activities.

Responsabilități:

● Managed customer requests related to Internet, TV, and Fixed Telephony services,
providing timely solutions and troubleshooting support.
● Ensured accurate and efficient processing of customer orders throughout each stage
of the order lifecycle.
● Monitored service activation and order completion to ensure smooth service delivery
prior to invoicing.
● Provided side-by-side coaching and support to new colleagues, helping them adapt
to processes and workflows.
● Managed daily assigned cases and consistently met or exceeded established KPIs
and performance targets.